Service Desk Analyst- (Tier 1/Tier2 Hybrid role)

About this Position:

Job Title: Service Desk Analyst- (Tier 1/Tier2 Hybrid role)

Position Responsibilities:

• Deliver Tier-1 Support in office.

  • Answer, validate and triage incoming:

    • phone-in Incidents and Requests from Internal employees.

    • email submitted Incidents and Request from Internal employees.

    • self-service ticket submissions routed from Internal employees.

  • Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up.

  • Identify and perform First Contact Resolution tickets.

  • Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of County standard computer systems, hardware, and software.

  • Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.

  • Develop/contribute to and maintain Knowledge Articles.

  • Follow up on customer queries with T2 (in-depth technical support power user) and T3 (expert product and service support engineers, architects) teams.

• Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting.

  • Installs, modifies, and repairs computer hardware and software both in person and using remote access tools.

  • Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems.

  • Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.

  • Utilize ServiceNow to create, update, and close incident and service requests.

  • Assist with configuration and support for agency issued mobile devices.

  • Provide excellent customer service.

  • Maintains current knowledge of relevant technology as assigned.

  • Provide support and follow up for specifically assigned tasks.

Requirements:

• Must be a High School Graduate or equivalent.

• Must be proficient using ServiceNow.

• Experience using Five9 is desired.

• CompTIA A+, Security + or Network + certification HDI Certification a plus.

• ITIL Foundation a plus.